At a Glance
- Tasks: Lead projects to enhance customer experiences through digital and service improvements.
- Company: Dynamic company focused on transforming customer journeys in a hybrid work environment.
- Benefits: Competitive pay, flexible working, and opportunities for professional growth.
- Other info: Join a collaborative team with a focus on innovation and measurable impact.
- Why this job: Make a real difference in customer experience while developing your project management skills.
- Qualifications: Experience in project management and customer experience initiatives is essential.
The predicted salary is between 45000 - 55000 £ per year.
A key client of ours is seeking an experienced Project Manager to deliver a Customer Experience (CX) Programme spanning Digital & Data, People, and Service & Communications, focused on improving end‑to‑end customer journeys.
Experience delivering Customer Experience (CX) and or Digital programmes is essential. The programme includes significant initiatives such as:
- Enhancing digital customer journeys (web optimisation, WhatsApp, customer data capture, journey dashboards)
- Improving customer communications and service interactions, including incident communications and journey‑based messaging
- Enabling employees through service excellence training, vulnerability frameworks, and behavioural insight capability
Responsibilities:
- Translate initiatives into coordinated, deliverable plans
- Ensure alignment across workstreams so that digital, people, and service changes land cohesively for customers
- Manage dependencies between customer journey improvements and enabling activity
- Support governance forums with clear progress, risk, and benefit tracking
Skills & Experience:
- Strong project management experience delivering customer experience and digital journey improvements
- Proven ability to manage delivery across System, Data, People, and Service & Communications initiatives
- Experience translating customer insight into actionable delivery plans and measurable outcomes
- Demonstrated delivery of improvements to customer channels (web, messaging, contact handling, human assisted journey visibility) all leading to improved customer outcomes
- Experience leading the deployment of AI solutions within operational environments, aligning technology, people, and process to drive scalable adoption and measurable business impact
- Ability to align people capability (training, service excellence, vulnerability support) with service and digital change
- Led stakeholder engagement across operational, service, and executive leadership layers, shaping a clear narrative that connected day‑to‑day delivery with strategic intent
- Experience managing dependencies and risks between technology, customer communications, and frontline delivery
- Robust governance, reporting, and RAID management experience within structured programme environments
Delivery Outcomes:
- Deliver coordinated plans across key CX workstreams including:
- Digital journeys (web optimisation, WhatsApp, customer data capture, journey dashboards, digital adoption and channel shift)
- Service & communications improvements (incident communications, journey‑based messaging, contact experience and systems)
- People initiatives (service excellence, behavioural insights, vulnerability capability)
- Ensure these initiatives are delivered in a joined‑up way, improving end‑to‑end customer journeys rather than isolated changes
- Embed clear tracking of customer journey performance and progress against improvement outcomes
- Manage and align dependencies so that:
- Digital changes are supported by appropriate internal and external communications
- Service teams are enabled and ready to adopt changes
- Provide clear, consistent reporting into CX governance on progress, risks, and benefits
- Support delivery of measurable improvements in customer experience, including:
- Improved MEX performance (Customer and Business measures), driven by enhanced first‑time resolution
- Easier access to services
- Improved communication clarity and timeliness
- Better frontline handling of customer needs
Project Manager - Customer Experience (CX) - Digital employer: Morson Human Resources Limited
As a Project Manager in Customer Experience (CX) and Digital, you will thrive in a dynamic and supportive environment that prioritises employee growth and collaboration. Our hybrid work model allows for flexibility while fostering a strong team culture, ensuring you have the resources and training needed to excel in delivering impactful customer journeys. Join us in Bradford/Leeds, where your contributions will directly enhance customer satisfaction and drive meaningful change within the organisation.
Contact Details:
Morson Human Resources Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Project Manager - Customer Experience (CX) - Digital
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Morson Human Resources Limited.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Morson Human Resources Limited. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Project Manager - Customer Experience (CX) - Digital
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Morson Human Resources Limited.
How to prepare for a job interview at Morson Human Resources Limited
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Morson Human Resources Limited's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Morson Human Resources Limited offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
